Jul 2025 – Jan 2026 · 6 mos · Seattle, Washington, United States · Remote

• Spearheaded the customer success function at Aligned, a B2B buyer enablement platform.
• 🔹Architected and scaled customer success operations during a critical growth phase.
• 🔹Achieved a 62% increase in time to value within the first 90 days.
• 🔹Transformed onboarding processes, reducing effort by 72%
• 🔹Deployed 15 CS agents reducing admin time by 15%

Aug 2022 – May 2025 · 2 yrs 9 mos · Seattle, Washington, United States

• AI-Powered GTM Platform | Built from Pre-Seed to Series B
• Built and led Regie.ai’s Customer Success organization from the ground up—establishing the vision, strategy, and operational framework to scale post-sales through rapid growth. Partnered across Product, Sales, and Marketing to turn CS into a strategic growth lever—driving retention, expansion, and advocacy across the lifecycle.
• Spearheaded CS through hypergrowth at an AI-first platform, owning GRR, expansion, and strategic adoption across SMB and enterprise accounts. Scaled CS, training, and enablement for GenAI agents delivering measurable sales performance lift and accelerating time-to-value.
• Transformed CSMs from reactive support to revenue-driving consultants focused on pipeline influence, renewals, and ROI. Developed an enterprise onboarding framework that became the gold standard for AI adoption and led GTM alignment with Sales, Marketing, and Product to ensure customer impact and revenue accountability.
• Key Achievements:
• 🔹 Architected and scaled a high-performing CS function that fueled Regie.ai’s 5x growth and market leadership in AI-driven sales engagement
• 🔹Designed the full post-sale journey from onboarding to expansion anchored in proactive playbooks, lifecycle management, and health scoring
• 🔹Reduced churn and improved GRR/NRR to over 110% with intent-based engagement, success plans, and cross-functional renewal forecasting
• 🔹Launched the company’s first customer advocacy engine, generating testimonials, case studies, and G2 reviews that accelerated growth
• 🔹 Built a coaching-first team culture, developing enablement frameworks, metrics, and onboarding systems to scale performance
• 🔹 Acted as voice of the customer to the executive team shaping roadmap, packaging, and services strategy

Feb 2022 – Jul 2022 · 5 mos

• Executive leader of Customer Success during a high-growth phase at Textio, responsible for customer retention, expansion, and lifetime value. Led a cross-functional post-sale organization including CS, Onboarding, Support, and Renewals. Transformed CS into a strategic revenue function, driving measurable impact on Net Revenue Retention, customer satisfaction, and product adoption.
• Key achievements:
• 🔹Increased NRR from 68% to 128% in under 18 months by designing and executing an expansion-first CS strategy—anchored in success planning, ROI storytelling, and strategic QBRs.
• 🔹Reduced churn by 40% through a complete overhaul of onboarding, adoption, and renewal processes—shifting the CS motion from reactive to proactive.
• 🔹Built a segmented customer engagement model that improved high-touch support for strategic accounts while automating scaled success motions across mid-market.
• 🔹Partnered with Sales to design a seamless new business to expansion motion, resulting in faster upsell cycles and tighter alignment between AEs and CSMs.
• 🔹Led the creation of Textio’s first customer insights engine, turning feedback and usage data into actionable inputs for Product, influencing roadmap prioritization and messaging.
• 🔹Implemented customer health scoring and retention forecasting, giving executive leadership clear visibility into risks, renewals, and expansion opportunities.
• 🔹Helped shape the company’s investor narrative around customer outcomes and growth potential in preparation for fundraising.

Apr 2021 – Aug 2022 · 1 yr 4 mos

• Led the Sales and Customer Success organizations through a pivotal stage of growth, owning top-line revenue strategy, pipeline development, and GTM execution across mid-market and enterprise. Reported directly to the CEO, built and scaled the sales org, and established the systems and processes to drive predictable revenue while ensuring long-term customer value.
• Built scalable customer education and onboarding programs that drove 6-figure expansions with Fortune 500 clients
• Partnered directly with product and engineering to shape roadmap decisions using frontline CS insights
• Defined Sales and CS metrics beyond retention—focusing on usage, renewal health, and business impact
• Supported transition to usage-based pricing and aligned Sales & CS motions accordingly
• Key achievements:
• 🔹Owned all new business and expansion revenue, consistently exceeding targets while improving win rates by 5% and average deal size by 25% across strategic segments. reduced churn by 45% and achieved 128% NRR
• 🔹Rebuilt the sales motion from the ground up—introducing a clear ICP framework, value-based messaging, and structured sales stages that improved forecast accuracy and rep performance.
• 🔹Hired and scaled a high-performing sales team (AEs, BDRs, and managers), driving accountability through deal reviews, playbooks, and rigorous pipeline management.
• 🔹Implemented a structured sales-to-success handoff and success planning model that ensured seamless onboarding and faster time to value for new customers.
• 🔹Partnered with Marketing and Product to align on market positioning, customer insights, and campaign execution—tightening feedback loops and accelerating growth.
• 🔹Launched Textio’s first expansion playbook in collaboration with Customer Success, leading to a 25%+ increase in expansion ARR YoY.
• 🔹Played a key role in fundraising support, investor conversations, and board-level reporting on revenue performance and customer health

Oct 2020 – Jul 2022 · 1 yr 9 mos

• We believe that the future of writing is knowing who will respond to anything you write before you even publish it. Textio’s category-defining augmented writing platform is delighting customers, and we are growing fast. Textio has already changed the way that thousands of companies write and hire.
• Write like you mean it.
• When you’re building a culture of belonging, every word counts. Textio brings the world’s most advanced language insights into your hiring and employer brand content, every time you write

Aug 2019 – Oct 2020 · 1 yr 2 mos

Jan 2019 – Jul 2019 · 6 mos

• Built and scaled global CS, Support, and Partnership functions for a leading adaptive learning platform in the K–12 space
• Drove retention and revenue growth across school districts and state-wide deployments, contributing to record ARR and enterprise account wins
• Owned executive sponsor relationships and high-stakes renewals, managing $50M+ book of business
• Launched strategic partnerships with government agencies and education nonprofits, expanding market penetration
• Supported M&A and investor relations through data-driven reporting and growth forecasting

Dec 2017 – Jan 2019 · 1 yr 1 mo

• Leads the development of customer strategy and experience design that supports the end to end value proposition for all of our customer segments including clients and stakeholders
• Contribute to the growth and profitability of the company by revolutionizing our end client’s customer experiences, designing ideal customer experiences based on deep customer insights to deliver customer outcomes (e.g. high client persistency rates, high client satisfaction amongst key drivers of NPS, cultivation of profitable win / win client relationships)
• Lead, develop and inspire a team of CX experts to continually learn and leverage industry best practices, cultivate insights and drive customer/business value whilst leading and consulting on strategic CX.
• Facilitate an experience-based culture which reinforces product and brand loyalty and delivers meaningful customer value propositions through intended experiences, leveraging knowledge of key competitor products and experiences to help differentiate the experience design to win in the marketplace.
• Collaborate with business leaders across the company on initiatives to infuse customer centricity and the voice of the customer – and drive continuous improvements in the delivery of the customer experience by providing actionable customer insights which fuel innovations in our processes and procedures.

Jan 2016 – Jan 2018 · 2 yrs

• Responsible for top 100 school districts in US and Canada, ensuring renewals, expansion, and client-use relationships. Lead, encourage and model optimal client relationships.
• Leading a team of sales professionals that have a proven track record of success and are committed to each other and top performance.
• Serve as a conduit between the Sales, Marketing, Professional Development, and Client Success teams promoting collaboration and improving process and communication amongst all teams. Liaise with the Marketing team and Regional Vice-President(s) to enhance sales and marketing strategies to increase loyalty, use, and classroom integration of DreamBox Learning.
• Coach and mentor each team member situationally to support continuous improvement. Deploy and
• reinforce the client lifecycle strategy with consistency across the team.

Jan 2014 – Jan 2016 · 2 yrs

• DreamBox Learning is an adaptive learning environment that transforms the way students engage with math. Dynamic adaptations, based not just on answers but on strategies, enable all learners, from struggling to advanced, to excel. Integrated assessment and highly individualized math instruction let students work independently, keep them in their optimal learning zone.
• DreamBox Learning’s rigorous math curriculum, aligned with Common Core State Standards, builds conceptual understanding and fluency in the critical areas of Number and Operations, Place Value, and Number Sense. So students have the foundation they need to succeed. Detailed reporting provides teachers and administrators with data on comprehension, progress, and DreamBox effectiveness, exportable for integration with your current reporting tools. Just as important, our highly engaging environment teaches in a way that motivates today’s kids – changing the way students learn and understand math.

Mar 2013 – Jan 2014 · 10 mos

• Provided Training
• Had rich dialog with customers at all levels to understand how DreamBox is, can, and should be used.
• Helped Identify and promote best practices among our customers
• Gather, manage, and use data from different sources to drive customer features and initiatives through our development process.
• Ensured Client Success
• Identify and solve tough problems.
• Produce written, video, and interactive material (articles, training, etc.) for both internal and external customers.
• Help guide the company’s’ overall Customer Success Strategy.
• Collaborate, work hard and make a difference in kids’ lives.

May 2018 – Present · 7 yrs 11 mos · Seattle, Washington, United States · Remote

• I contribute to the growth of the GTM, Customer Success, and SaaS leadership ecosystem through strategic advisory, executive coaching, and active participation in industry-shaping communities. My work focuses on elevating women in tech, developing future-ready leaders, and redefining how post-sale teams drive revenue, trust, and retention at scale.
• I'm especially passionate about empowering CS leaders to own their commercial impact, embedding AI into trust-based customer experiences, and helping GTM teams align for sustainable growth.
• 🔹 Coaching & Mentorship
• Catalyst Software – Customer Success Coach (2023–Present): Mentor aspiring CS leaders via monthly strategic coaching through Catalyst’s Coaching Corner.
• Women in Customer Success – Founding Mentor (2023–Present): Support women navigating key inflection points in their CS careers through PowerUp! mentorship.
• 🔹 Community & Executive Networks
• Pavilion – Executive Member (2021–Present): Graduate of CRO School & Enterprise GTM School; active contributor to peer-level revenue and CS strategy conversations.
• RevRoom – Founding Member (2023–Present): Collaborating with revenue leaders on the future of B2B GTM models.
• RevGenius – Member (2023–Present): Engage in multi-functional SaaS leadership dialogue across CS, Sales, and Marketing.
• 🔹 Education & Industry Advisory
• Tombolo Institute at Bellevue College – Board Advisor (2019–Present): Advise on GTM and Customer Experience curriculum to align education with the evolving needs of SaaS employers and post-sale orgs.

Sep 2006 – Nov 2012 · 6 yrs 2 mos · Bellevue WA

• Management of a NAEYC top rated million dollar business unit.
• Increase sales through effective sales tactics, marketing, and customer service
• Deliver exceptional customer service resulting in repeat business and referrals
• Direct daily business operations, marketing, customer service, and finances across multiple industries
• Responsible for recruiting, training, coaching and leading a large team ensuring they understand the brand and adhere to corporate protocols.
• Peer –training, coaching and mentoring both new and current workforce, developing and delivering new learning programs and initiatives. Supporting additional company branches with training and performance assessment.
• Developing and evaluating new program initiatives within own Business unit as well as company wide. Create employee development programs building staff skill sets and value
• Coordinate and maintain a gold standard of excellence in educational programs and a cohesive team. Consistently attained highest scores during company’s annual audits achieving awards.
• Drive operational compliance and quality control in record keeping strictly adhering to federal and state requirements.
• Set budgets, maintain profit/loss statements, and ensure overall financial health
• Establish marketing strategies for sustaining and acquiring prospective clients